Apparently OVO acquired SSE, which we were never told. Our SSE prepayment gas card fell out of my pocket and when this happened once before, we called, got a code, picked up a card, and got it sorted the same day. This time, we have come to find that OVO gas cards are not actually available in any Paypoint or Payzone places near us (we live in Islington so it's not like we're in the hinterlands here) despite the fact that it says, on both websites, that they are. We chatted with an agent on Saturday who said the code expires in 24 hours, but we couldn't go on Sunday, and she wouldn't extend the expiration. Okay, so that's useless then. So then we tried to get a new code on Monday and the agent said "Actually the old code is still valid." Okay then. Whatever. So I went out to 6 different places listed on both Payzone and Paypoint, none of whom had OVO gas cards, only British Gas and EDF. So I chatted again and the agent said "Okay just get an EDF card and it will work." Because obviously... anyway the store had EDF cards but in no surprise to anyone except OVO's hopeless agent, the code didn't work. So the agent said to get the card anyway and just put it in the meter for 5 minutes and it will register it, and then we should top it up at a paypoint. Okay, so we don't even need the code now? Just stick any old card in? Again, whatever. So I did that and it did not, in fact, work. So, I chatted again, for the 5th time now, and the next agent said of course it wouldn't work, why would it, but it didn't matter because no cards would work, because our meter must be broken, and they have to send an engineer. I said well but our meter is not broken, and the SSE card worked just fine before we lost it, but they said nope, actually they have to send an engineer. So I said fine, send an engineer, and they said "Okay cool just let us know when you use up the emergency credit and run out of gas and we'll schedule it." I'm sorry, what? You want me to wait until I run out of this dwindling emergency credit, until I cannot cook or even shower, and only THEN you will book an engineer who will then probably have several days before their next availability? So I explained that that was, obviously, unacceptable. Their exact words were "That is the process" and they rudely hung up on me. So I started a new chat and explained to the new agent that thus far her colleagues had all been wrong, lying, rude, or incompetent, and then explained the situation. To her credit she was nice and apologetic, and said that actually an OVO card WILL work. I said okay but I needed an actual address because none of the places listed on the website actually had them. She offered to call around to see if anyone had any. She called me back to say nope, no one had them, so they would have to post it, which takes 3 to 5 business days and refused to expedite it. She then also said they will not even schedule, much less send, an engineer until we literally have no gas and no emergency credit left. Okay so in summary: None of their agents know how to do their jobs, their cards are not available at any Payzone or Paypoint despite saying they are, they refuse to mail a new card quickly, and now they're pretending they need to send an engineer to look at my meter, which is functioning perfectly and topped up fine with the old card, but they won't even book one until the emergency credit runs out. Apparently OVO expects us to just not shower and let all the food in our fridge rot because we won't be able to cook it for however many "business days" until the engineer can come? Is that it? If their engineers are just sooooo busy that they simply could not even discuss sending one while we still have a few measly pounds of emergency credit, then it could be a week or more before they can come. Absolutely unreal. If the new card does not work I will not be calling an engineer, I will be switching companies, and frankly I will probably do that anyway.